Business Profile

Toll Booth

SunPass Operations / Department of Transportation

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Complaints

This profile includes complaints for SunPass Operations / Department of Transportation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

214 total complaints in the last 3 years.
78 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/10/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company works with Sunpass and ***** ******************************* I used the toll back in December 2021. Their transponder wasn't working again, so they used pay by plate instead of the transponder. The license plate was attached to my ********************** account so it shouldn't have made a difference. I had ran out of funds on my prepaid sunpass account so I owed them $5 or so. When I realized that I owed money on my account it was paid off. Sunpass sent the amount owed to collections, but didn't clear it off their website stating I still owed them. So I paid Sunpass the amount owed. When I tried to renew my registration this company said that I owed them money. When I asked them for the dates they provided the dates that had already been paid off. I originally owed $5 to them, but they are trying to charge me $44 for the original $5 owed. I asked them if they had bought the debt from Sunpass and they said no which means that the money I sent to sunpass directly should have covered it. I then told them that they have no right to place a hold on my account if they do not own the debt. They refused to remove the hold from my registration. They told me to submit a dispute on their website. Their website doesn't work and does not allow you to submit a dispute. No matter how many times you submit the info it will not go through. I tried from 3 different browsers on my phone and on my laptop. However, it will allow you to send them money. They told me that my only option was to either drop it off at their office which was 1.5 hours away or I could mail it. So I mailed it to them on Dec 26. I called Jan 3, **** and they said my documents hadn't been received yet, however they would go ahead and open up the dispute for me over the phone. I called back Jan 5 and the docs had been received. They said to call back on Jan 8 for an update. Called back Jan 8 and they said I need to file a dispute again. It's been 3 weeks of dealing with this and I'm fed up with them.
Business Response
Date: 01/11/2024
The customer's concern was addressed. Customer was happy with the service provided.
Initial Complaint
Date:12/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As of today, SunPass parking is attempting to charge me $267 for five days parking in economy lot at PBI. it should be $45 for five days at $9 per day.. They first charged my card $156 for 13 days in garage at $13. I called my card company and them and said I am owed $111. Then SunPass even more absurdly charges me $111 on the site instead of giving it back to me!. Fortunately I cancelled my card for this reason and disabled transponder. This is still unresolved as of 12/19. **************** is non existent.
Business Response
Date: 01/05/2024
On 12/27, ****************** was contacted, requesting a review of *************** travel pattern and a refund request of $111.
On 1/03/24 *** responded
The investigation was completed and submitted for review. You will notify once they get back to me.
1/05 Customer has been advised still waiting for *** review.
Business Response
Date: 01/09/2024
Customers Parking issue has been resolved to customers satisfaction.
Initial Complaint
Date:12/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,Transaction date: 11/21/2023 Amount: $54.64 & **** (& they're probably adding more.)I added (3) cars to the sunpass & had the auto fill, for when the balance is low, it automatically adds money to the account. Then, I get a bill in the mail stating that I owe money. When I review the acct, 2 out of the 3 cars are not in the system. The bill are from those cars that were removed. Mind you,this is the 2nd time that it's happened. The 1st time, I did not complain. I went ahead & added the (2) cars, again, & made the payment. A month later I get another bill for the same cars that I added. When I go back to account, cars are not in the system (for the 3rd time).Acct# ********
Business Response
Date: 12/22/2023
Customer has been informed of his current act negative balance. Customer understood and added funds. The issue has been resolved with a positive outcome-Customer satisfied.
Initial Complaint
Date:12/14/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/29/23 and 1/30/23, I went through a toll road by another provider in *******, ******, they said surpass refused to pay my toll, when I had a positive balance in my account. I am requesting they pay it in full and do what is required by law.
Business Response
Date: 12/29/2023
The customer was notified of a resolution today, 12/29/23.
Customer Answer
Date: 12/29/2023

Complaint: 21009397

I am rejecting this response because:
No resolution was given, just excuses.
Sincerely,

*****************************
Business Response
Date: 01/03/2024
I have reached out to the customer yesterday, 1/2/24, addressing their concern and offering a resolution. I have not received a response from the customer.
Initial Complaint
Date:11/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to close my Sunpass account for months since Ive got jmy ****** and been going back and forth with this company unable to find a resolution. I am being charged 2 twice for the same tolls and been told unless I pay the balance with sunpass they are unable to close my account which why am I being demanded to pay so they keep charging me when I am paying for the same tolls with my epass account. I just want to close my sunpass account so I dont keep getting charged for the same tolls
Business Response
Date: 12/05/2023
Customer has been communicating by email and we have responded. Documentation has been forwarded and we request she call us so we can review with her over the phone. She did return one of my calls and left me a message. We would like to speak with customer to provide explanations and respond to her questions. Requesting call back from customer.
Business Response
Date: 12/11/2023
12/8/23-Pleasant conversation with customer. She was ready to make payment but our computers were down. I have been calling and leaving messages that I am now able to take payment but have not heard back from customer.
Customer Answer
Date: 01/15/2024
I disagree with Sunpass response.
Was advised that the toll balance was when my E pass account was negative but upon reviewing my E-PASS account, it charges me negative for the same tolls Im being charged at Sunpass as I have already paid for these tolls for the negative balances in order to bring my E pass account to positive so I am being charged twice. Please remove this balance at Sunpass as I am not paying these alleged tolls twice ????
Business Response
Date: 01/23/2024
Since customer re--opened this Case File, we have left two voice mail messages and sent two emails, asking that she make contact. We have not heard back from the customer.
Customer Answer
Date: 01/24/2024

Complaint: 20939077

I am rejecting this response because:
After reviewing my statements, Ive seen that as my E-PASS account has been to the negative charges ( same charges alleged from Sunpass ) as Ive had run low on my balance. In order to bring my ***** account to the positive I have pay the negative balance in order to add more money, so Ive come to the conclusion that Sunpass wants me to pay them as well, since the tolls they are charging me have already been covered by my ***** negative balances when I have paid them already are the same tolls balance Sunpass is charging me. ************ refuse to speak with the assigned representative bc we are going back and forth with no agreement of me showing that I have paid as she is convinced that she is right. With this being said, *************** with my attorney to start a suit on this matter as I feel being abused for demanding me to pay those tolls twice since Sunpass has a known reputation of being sued the same reading I am complaining here at the BBB, for abuse of billing and poor customer service.
Thank you.
Sincerely,

*******************************
Initial Complaint
Date:11/16/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a toll enforcement invoice #********** for a vehicle passing through a toll booth on 10/3/23 at 1:34 pm. I called Sunpass to state it wasn't me and they said to file a dispute which I did #1-10341905514. I have not heard back in regards to this issue. I explained each time that ******) all my vehicles and tags are on my SUNPASS account 2) I don't own a ******** SUV 3) can't read or make out said tag on vehicle in picture they provided 4) the tag number 3058D they said is on said vehicle is a TEMPORARY tag number I had on a motorcycle in "2009"5) a motorcycle tag is HALF the size of a standard vehicle tag and they are only good for 10 years unless a specialty tag per DMV 6) I wasn't in Deerfield on 10/3 I was with my wife at a Dr *********** in LAKELAND It's been over a week and no response
Business Response
Date: 12/05/2023
The customer was contacted on 12/4/2023. He agreed that the issue was previously resolved.
Customer Answer
Date: 12/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:11/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear ***/*****,I am writing to file a formal complaint against SunPass for unresolved issues pertaining to incorrect toll charges and unsatisfactory customer service. Despite my efforts to resolve this matter directly with SunPass, the situation remains unresolved, prompting me to seek assistance from the Better Business Bureau.Account Information:ACCOUNT # ********* Summary of Complaint:As attached, I was erroneously charged a series of tolls on a rental car. I had correctly set the start and end dates for the toll transponder usage, from 8/29 to 9/4. However, upon returning the rental car, I inadvertently left the transponder in the vehicle and was still charged despite my careful planning.I immediately updated my account information to report the transponder as lost and modified the vehicle information accordingly. Despite these proactive steps, SunPass has refused to acknowledge their error and process a refund for the charges incurred during the period the transponder was out of my possession.Previous Correspondence with SunPass:I contacted SunPass customer service and was advised to file a dispute. However, their response dated 09/12/2023 stated that they would not adjust the charges, citing it as the users responsibility to report a transponder as lost or stolen. I believe this is an unfair assessment of the situation, given my immediate action to update my account information upon realizing the transponder was left in the rental vehicle.Resolution Sought:I respectfully request a full refund of the $40 charged to my account. This amount represents the toll fees charged during a period when I should not have been held responsible for the transponder.I trust that the Better Business Bureau will understand the unfair nature of these charges and the lack of appropriate customer service from **********************. I look forward to a swift and fair resolution to this matter.Thank you for your attention to this issue.*********,******
Business Response
Date: 11/29/2023
We are currently working toward a resolution with the customer.
Business Response
Date: 12/05/2023
Customer wished to escalate this matter to Manager level. I have left him a voice mail message 12/01/23, 12/04/23 and 12/05/23. Left my name and number each time. We have not yet been able to speak with this customer about his concern
Business Response
Date: 12/08/2023
Customer wished to speak with a Manager as he did not accept the answer he was initially given. The details of the account were re-reviewed and our response to the customer was conveyed on 12/8/2 in writing .
Initial Complaint
Date:10/30/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am unsure what this message means. I have had a SunPass for over a year. I also opted for the auto-replenish option. If SunPass has an agreement with EZPass, SunPass should be rectifying this. Instead I get to be on the phone for several hours with each organization hoping to speak to a representative only for them to tell me to speak to the other organization.
Business Response
Date: 10/31/2023
Contacted customer and State of ******** ********************** on behalf of customer on 10/31/2023. Pending both responses.
Initial Complaint
Date:10/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called in today to pay on my Sunpass Account, I talked to a first person who I did not catch his name who told me that managers, and supervisors do not work on the weekends, and he was not able to help me satisfy mine or my wife's sunpass account. i then called in and talked to a second person named Q who sent me to a manager, and the manager *** sat and traumatized me about the passing of my wife, and asked me what kind of person would want to keep their deceased wife on their accounts. He furthermore asked why I would want my deceased wife on my Sunpass Account. the experience today has made me very suidicial because I am trying to keep my wife's memory alive, and it appears that no one understands why I want to do that. It almost seems like I am commiting a sin by wanting to keep my wife's memory alive.
Business Response
Date: 10/31/2023
10/30/2023 - contacted customer by phone and email
10/31/2023 - communicated with customer and provided a resolution.
Initial Complaint
Date:10/26/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Invoices on 08/07/23, 09/07/23, 10/07/23 totaling $39 are requiring payment for a car / license plate that I don't own, or am I associated with. I don't live in ** (state its registered) nor have I ever lived there nor do I live in **. I live in Colorado. Payment is required at threat of being sent to collections which would be problematic for me as a DoD contractor. I have tried to talk to a human on the phone 6-7 times with no success, only being sent back to their website to file a dispute. Which I have also done three time with no satisfactory response. I have requested legal documentation for how they are associating the license plate in question to me to no avail. This is extortion.
Business Response
Date: 11/09/2023
Customer satisified with the resolution and service provided.

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SunPass Operations / Department of Transportation is NOT a BBB Accredited Business.